Tony Fernandes, "It's the people, stupid," CNET.com, 25 Sep 2001

Billions of dollars of investment have been wasted simply because companies have ignored people and their needs. Doing usability testing late in the process only refines a bad design and won't fix the problem. What the industry needs is to sign up for product design in advance of product development. I see the unwillingness to do this as a plague that increasingly affects the market advantage the United States currently enjoys.